Thomas Wieberneit

The future of CRM – as seen by Salesforce

The News On June 13, 2018, during its annual Connections event, Salesforce announced a number of additions to their marketing cloud and their ecommerce and service clouds. The announcement goes into three main directions: Based on the strategic allianc...

SAPPHIRE 2018 – The Return of the Suite

SAPPHIRE 2018. In an Orlando convention center, far away from Walldorf SAP holds its annual conference, boldly going where no one has gone before. But enough of this poor allegation to Star Trek although it reasonably sets the tone. The first two days ...

Engagement, Experience, GDPR and Data Greed

As you might guess if you have read a few of my posts, I am not a person that is adverse to CRM and other customer facing technology that help improving the value created for said customer. Well, I am working in the CRM arena for more than twenty years...

Blockchain and AI — Power Unleashed

Two of the biggest and most discussed topics in the past couple of years or so have been Bitcoin and artificial intelligence with machine...

SAP Strategy – Decyphered

Much has happened in the SAP world in the past few months that were covered by the requisite number of announcements – and a good deal of analysis, including mine. SAP has Released its first release of S/4HANA for Customer Management Acquired CallidusC...

Salesforce Field Service Lightning – Bulls Eye on better Experience?

The News On April 17, 2018 Salesforce announced their next-generation Field Service Lightning, which shall take customer experiences to new heights. The release implements four major improvements, which are: The ability to easily plug in an appointment...

SAP acquires CallidusCloud – Take Two

The News SAP has recently announced the completion of the acquisition of Callidus Software, Inc. Unsurprisingly, CallidusCloud’s assets shall get consolidated under the umbrella of SAP Hybris leveraging the customer relationships that the existing lead...

How to use Technology Drivers to Create Engagements that are Successful and Stick

Will we see immersive advertisements like they are in all plasticity shown in the 2002 movie Minority report (yeah, it is that old)? Will...

Clari – Nipping at Salesforce’s Heels?

A brief while ago I had the chance of talking to Andy Byrne, CEO of Clari, about how AI can help making sales organizations more effective and efficient. Clari is a vendor of Opportunity-to-Close solutions. G2Crowd lists the company amongst the leaders...

Salesforce acquires MuleSoft – A Defensive Move

The News On March 20, 2018 Salesforce announced the signature of a definitive agreement to acquire Mulesoft for a whopping 6.5 billion USD – whopping because the 2017 Mulesoft revenues have been at just $296.5 Million, albeit with a $1 billion target f...

Rethink CRM to be CEM

Businesses are in a difficult situation. Today’s customers demand more experiences and contextually relevant engagements than they are equipped to deliver. The secret behind the abbreviation CEM is more important than ever. This places the businesses o...

Salesforce Sales Cloud Supercharged – Einstein’s next Move

A few days ago Salesforce announced an update to its sales cloud that features Einstein powered predictions, insights, and productivity. The press release is linked above or alternatively you can read it below, along with some comments of mine. Salesfo...

Sharing Economy – A Rant

In the past weeks I have been to some events. Their main topic has been ‘digital transformation’, which is a term that currently gets used all over the place. The good news is that people mostly seem to have understood that digital transformation most ...

Nimble Mobile CRM 3.0 – A Quantum Leap?

The News On February 14, 2018 Nimble announced the launch of Nimble Mobile CRM 3.0, their new powerful mobile contact, relationship and pipeline manager for Office 365 and G-Suite. The company also announced a bundling of PieSync’s B2B cloud integratio...

CPQ delivered in Customer Experience Fashion

In all likelihood you know that CPQ stands for Configure, Price, Quote. CPQ software helps mainly B2B companies to more efficiently sell highly configurable products. As the name suggests, the software helps sales people during the three steps of confi...

Customer Experience is a Platform Play – Always Was

The most important tool that enterprise software vendors have in their respective arsenals is their platform. While Vinnie Mirchandani rightfully states that Enterprise Software Platforms have so far underwhelmed, Denis Pombriant proclaims them the new...

Get Ready for the Rise of Voice Commerce

“Alexa, order me a package of washing detergent from my supermarket.” “Hey, Google, what are the must see spots near Kaikoura? Is there a whale...

SAP acquires CallidusCloud – A Snap Analysis from Down Under

The News On January 30, 2018 SAP announced that its subsidiary SAP America, Inc. has entered into an agreement to acquire Callidus Software Inc., a leader in sales performance management and CPQ software. With a price tag of around $2.4 bn this is the ...

SAP CRM for S/4HANA – News from the Customer Frontier

It has been a little more than half a year now that I didn’t update on what is going on with SAP CRM and S/4HANA (which I will refer to as S/4 from now on; SAP it is time for you to change the unwieldy name to something more manageable). What Happened ...

Top AI Developments and Priorities in 2018

2017 is coming to an end. That makes this the perfect time to do two things. To say a big thank you to you, my...

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